How to avoid service counter grief

Originally published: August 19, 2011

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In almost 40 years in this business, just about every shop owner and manager I’ve run into works his or her best to avoid disappointed customers. And, for the most part, I’m proud to say, this region has some of the best private, dealership and national chain service and parts departments in the country.

Still, there are times when tempers can overheat – and not just in a hot summer like this one. Here are a few tips that can help to keep things cool for those on both sides of the service counter:

Build a relationship: Hopping from car lot to private shop to regional chain store, chasing advertised deals with coupons in hand, won’t save you any money in the long run of vehicle ownership. If you take the time to become a valued customer, you will spend less in terms of both money and time because you will have an ally in the industry looking out for your interests. Shop owners need to remind themselves of this from time to time as well. It often takes very little effort or expense to wow customers and keep them coming back.

Let the car determine what’s needed: I’ll take some flak from some of my auto colleagues for this, but too many customers are abandoning shops that oversell maintenance at the service counter based on mileage and time, rather than the actual condition of the vehicle. Because every owner drives differently, no two vehicles age or wear in the same manner. While there’s nothing wrong with letting clients know up front what’s required (according to the manual) for the proper maintenance of their cars, a far better approach is for the shop consultant to ask about and learn something of the history of the vehicle and its driver’s needs. This goes a long way to building a respectful relationship with a customer and will make most feel like they’re more than a number. With automakers constantly stretching maintenance and service intervals on their products, it can sometimes be a year between shop visits. Therefore a thorough inspection by a qualified tech is often required before determining the total extent of required repairs and maintenance.

Leave the miracles to a higher power: Repair shops are expensive pieces of real estate. This is why they’re seldom over-built by their owners. Most business cases plan for more than 85-per-cent occupancy and efficient use of the space and equipment. Therefore, calling up a shop and expecting same-day service for an air-conditioning repair in the middle of a heat wave is unrealistic. If you’ve taken the time to follow through with tip No. 1, you will feel comfortable with asking about what time of the week or day sees less shop traffic and therefore might better suit your needs for quicker service. And, of course, if you’re a valued customer, shop owners might bend a little to get you in faster.

Job done right, or fast, or quickly: You can choose one or two of these outcomes, but seldom all three. Evolving technology long ago made the cars we drive more computers and electronics than simple mechanical devices. Chasing down an intermittent “check engine” light cause or a mysterious noise often involves more than a few minutes work. When you call your shop for an appointment, ask how much time is required, and if there will be any diagnostic fees if you decline to have the work done.

Be flexible: The main reason required work is declined by a customer is cost. On the shop side, it’s very helpful to prioritize items to help a car owner understand what’s needed today and what can wait until the next service and what the consequences are of deferring any particular job. On the client side, don’t be shy about asking these questions and asking if different parts’ sources might improve the price (such as non-manufacturer, remanufactured or used).

Perils of Pandora’s box: There are rare situations where just finding out what went wrong leads to a major bill. Most of the time these involve internal transmission or engine repairs or even some electrical glitches. If a shop tells you it must disassemble a transmission or engine to finalize the estimate, you are pretty much committed to a repair unless you want the vehicle returned to you in a basket. In these cases, it’s best to ask what the worst-case scenario would be and then prepare your credit card. When it comes to tracing down and repairing most wiring problems, the actual repair is minimal in comparison with the search to identify the fault. Good shops provide as much information as possible in advance. Neither side of the counter likes unpleasant 5 o’clock surprises when it comes to unexpected invoice totals.

If you have questions or comments on automotive topics you’d like to see here, please send an e-mail to bjoeturner@hotmail.com. Due to volume, direct responses aren’t always possible.